Liability for Material Failures / Complaints


The Seller is liable for the material defects of the items he sells on his sites in accordance with the positive regulations of the Republic of Croatia, in particular the Obligations Act.
Ordered products are packaged in a way that they will not be damaged by the usual manipulation in transport / delivery.

In the case of shipments damaged in transport, such damage is visible when picking up the shipment, and in this case we suggest that the shipment is not taken over by the Buyer. Please Buyers to contact us to check the shipment status as soon as possible and send a new one.

Upon receipt of goods, the order confirmation of the order depends on the buyer, and the buyer is obliged to compare the items received with the invoice, if it is missing something is obliged to instantly submit a written complaint / complaint as the subsequent complaints will not be accepted.

In the event of a shortage of goods when picking up the shipment, the Buyer is not obligated to take over the product, may refuse the receipt, and will not bear the costs of delivering the Shipment. It is considered that the products duly received by the Buyer did not have a visible disadvantage. The buyer has the right to complain about the material shortcomings within the deadlines and for the reasons stipulated by the provisions of the Obligatory Obligations Act. The buyer may send a written complaint or complaint to e-mail or in writing to: Kronos d.o.o., Planina 8, 31307 Zmajevac, with the mention of Complaints.

For a quicker determination of a specific order to which the Buyer has an objection, the complainant is encouraged to include the order number, account number or username.

Buyer has the right to a justified complaint and to return goods in the following cases:

  • delivery of goods not ordered
  • delivery of goods expired
  • delivery of goods that has a defect or damage that did not occur in the transport

If a product has a hidden disadvantage (the disadvantage that could not be detected by a regular review when taking over the item) that the Buyer determines upon opening the product – Buyer is entitled to one-sided termination of the contract and refund, product replacement, removal or reduction of the price.

The Seller will otherwise consider the claim to be valid if the Product Review determines that it meets the terms of the complaint in accordance with the Mandatory Obligations Act and the Consumer Protection Act. In that case, within 15 days of the receipt of a valid complaint, the product will be replaced or the entire paid amount returned by the end of the contract. If, however, it establishes that the claim is not valid, ie if the claim is rejected, it will notify the Buyer within 15 days of receipt of the complaint.

Seller will accept refund of damaged, misappropriated or misdirected goods at its expense if it is found that the complaint is justified and that the Buyer has not affected the correctness, damage or any lack of merchandise.


In the case of a justified complaint, the replacement cost with the new product is fully borne by the Seller.

European Commission Regulation no. 524/2013 on online resolution of consumer disputes, which has been applied since 09.01.2016, the Platform for online resolution of consumer disputes (Platform for ORS) has been put into operation. Electronic link to the ORS Platform - Online Dispute Resolution

In the case of unresolved complaints, consumers can resolve consumer disputes through the ARPS body in accordance with the Alternative Consumer Dispute Resolution Act (OG 121/16). Trader Kronos d.o.o. will, in case of submitting a conciliation proposal, participate in the procedure before the ARPS body: Mediation Center at the Croatian Employers' Association, Radnička cesta 52 / I, 1000 Zagreb, Croatia.

The Personal Data Protection Officer of Kronos d.o.o.

Address and place of work: Trg Slobode 8/1, 31000 Osijek, Croatia

Phone: +385 31 214 511

Fax: +385 31 214 512

Official e-mail: